How one of NYC’s Top Boutique Hotels Eliminated Fraud and Front-Desk Lines with Canary Technologies

GUEST EXPERIENCE

Located in New York City’s NoMad neighborhood, The MADE Hotel is one NYC’s top boutique hotels. The property has used Canary's guest management solutions to improve the guest experience, eliminate fraud and drive incremental revenue from upsells.

Why it matters: The team at the MADE Hotel needed to create a more streamlined check-in experience that helped them reduce chargebacks and fraud, but also offer upsells to customers. They found they could do all three with Canary.

Digital first experiences are now widely expected by hotel guests everywhere, and the team at The MADE hotel knew that the right technology solution could fulfill all of their needs.

Top 3 Core Objectives: The MADE Hotel had three primary objectives they wanted to achieve by deploying Canary's Guest Management Platform.

Improve the guest experience: The MADE Hotel originally engaged Canary during the height of the COVID-19 pandemic to operate safely using the company's Contactless Check-In solution.
Eliminate chargebacks & fraud: The team at The MADE Hotel noticed that chargebacks increased dramatically to ~$30k in 2020 (~7-8x pre-pandemic levels) and needed a way to deal with this issue.
Increase revenue from upsells: The past few years have been tough on the hospitality industry and The MADE Hotel wanted a sustainable solution to help it increase ancillary revenue.

Innovators Mentioned

Made Hotel

Canary Technologies

Eric Freitas

General Manager

Made Hotel

"In short, we’ve been able to improve the guest experience, eliminate fraud, and drive incremental revenue from upsells."

Eric Freitas

General Manager

👍 General Manager Eric Freitas said that The team at The MADE Hotel is very pleased with the results they've received with Canary.:

"In short, we’ve been able to improve the guest experience, eliminate fraud, and drive incremental revenue from upsells."

⚖️ The selection process: During their research process, Eric Freitas evaluated Canary Technologies's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Canary Technologies was the best fit solution:

General Manager Eric Freitas said, about their decision: "Canary was by far the best solution we looked at. Their user-friendliness, PCI compliance and integrated Upsells solution were what sold us."

📈 The results: The MADE Hotel accomplished everything it set out to by deploying Canary's Guest Management Platform.

The property created a more streamlined experience that not only enabled the MADE team to adhere to local safety regulations, but guests actually preferred to traditional check-in.
Chargebacks and cases of friendly fraud went from a high spike to practically zero.
The MADE Hotel team was able to drive more incremental revenue by offering upsells during the hotel's check-in process.